[Hiring] Lead, Client Success Manager @Fusion Health

Role Description

Fusion Health is seeking a bright, motivated, and outgoing Lead, Client Success Manager to join our Client Operations team as a remote role! We are looking for an ambitious team player who is target driven and passionate about achieving results.

This role is vital to our organization's mission and growth, and if selected, you'll work on the following challenging and interesting projects:

• Post-Sales Implementation & Scalability:
  • Manage post-implementation processes and tools across health systems, ensuring scalability and efficiency.
  • Drive adoption of Fusion’s products and services, focusing on client retention and long-term satisfaction.
  • Develop and execute strategies to maximize the value clients derive from Fusion’s solutions.
  • Applies advanced customer lifecycle strategy and connects operational processes, client data, and human development to drive predictable results.
  • Cultivates a deep understanding of Fusion’s products, goals, mission, and clients.
  • Champions enhancements to client success playbooks, renewal forecasting models, and team processes.
• Strategic Relationship Management:
  • Cultivate and manage strategic relationships with health system stakeholders, including executives, mid-level managers, and frontline staff.
  • Build trusted partnerships through strategic, consistent communication grounded in client goals, and proactively influence stakeholders to drive measurable, high-impact outcomes.
• Data Collection & Analysis:
  • Collect and analyze client data to guide satisfaction strategies and identify areas for improvement.
  • Uses advanced data-driven story-telling skills to support client success, highlight opportunities for product and service enhancements, and make independent and team decisions.
  • Create detailed reports and presentations using SQL, Excel, and PowerPoint to communicate insights and recommendations.
  • Interpret data, identify risks, and connect adoption insights to business outcomes.
  • Leverage CRM and reporting systems to coach team members on prioritization and client engagement.
• Cross-Functional Collaboration:
  • Partner with Fusion leaders in sales, product, and engineering to drive innovation and deliver value to clients.
  • Collaborate on product innovation and feature rollouts to address client needs and enhance their experience with Fusion’s solutions.
  • Coordinate with internal teams to ensure alignment and effective delivery of client objectives.
  • Delivers clear, confident updates and represents the voice of both clients and team members.
  • Pilots new engagement strategies or technologies and shares learnings department-wide.
• People Management:
  • Hands-on people management of a small team; driving growth, accountability, and outcomes aligned to company goals and objectives.
  • Shapes culture through mentorship, fairness, and transparent communication.
  • Acts as a credible peer to leadership, influencing cross-functional priorities.
  • Encourages team-wide experimentation with client journey improvements.
• Travel & Client Engagement:
  • Travel to client locations as necessary to strengthen relationships, support implementations, and address any concerns or opportunities (approximately 15% of the time).
  • Ensure that client visits and meetings are well-prepared and productive, providing actionable insights and solutions.
• Key Performance Indicators (KPIs):
  • Client satisfaction and retention rates.
  • Adoption and usage metrics for Fusion’s products and services.
  • Success of implementation and onboarding processes.
  • Effectiveness of data-driven strategies and recommendations.
  • Feedback from client stakeholders and internal teams.

Qualifications

• Bachelor’s degree in Business, Analytics, Information Systems, or a related field. A Master’s Degree in an applicable field is a plus.
• 8+ years of experience in Customer Success, Account Management, or SaaS leadership.
• 1-3 years of experience in people management, mentorship, and leading a team.
• Health-tech or healthcare industry experience is a big plus.
• Excel at navigating ambiguity, creating scalable processes, and driving customer success.
• Operates with ownership and accountability in ambiguous environments, builds scalable processes, aligns cross-functional teams around customer impact, and leverages strong communication and analytical skills to deliver measurable outcomes.
• Use data-driven storytelling to influence stakeholders, leveraging SQL, Excel, and PowerPoint.
• Demonstrated hands-on experience with products and platforms such as HubSpot, Salesforce, JIRA, and Confluence is required.

Benefits

• This is a remote, full time, salaried role.
• Our normal hours of operation are Monday – Friday, 8:00 AM – 4:00 PM ET.
• Compensation: Salary Range: $105,000 - $125,000.
• Comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities.

Company Description

Fusion is an equal employment opportunity employer.